Create a new culture based on simplicity, flexibility and empathy.
How the Web has brought us on a journey from an organization-centric universe to a people and customer-centric one. How digital is the agent of transformation, not the purpose of transformation. How our purpose and focus should be on embracing a new culture based on simplicity, flexibility and empathy. This is how we will deliver a truly excellent customer experience.
We are moving away from the traditional way of doing things, towards a customers universe. Today, most customers are becoming aware of their stupidity. They are intelligent enough to be aware.
In the old days, it was impossible to open Tetra Paks pack of milk. And they knew it. But their goals were not customer centered. So the customers had to deal with it. People looked at the situation, and were much more humble. In old days, customers would say to themselves "I am stupid, I can't open this carton of milk". Today, the customers will say that you are stupid, if they can't open your carton of milk.
Our universe is shifting, it is becoming a customers universe, where we need more humility, agility and simplicity.
Everybody can add, but very few master the skill to simplify. Google and Apple remove as much as they add.